Esurance

Initial Business Response / [redacted] (1000, 5, 2015/11/24) */ November 24, Revdex.com Attention: [redacted] Dispute Resolution Specialist Broadway, Suite Oakland, CA XXXXX Via Electronic Response: www.oakland.Revdex.com.org Re: Revdex.com Case Number: XXXXXXXX Complainant Name: [redacted] Insured Name: [redacted] Policy Number: PAFLXXXXXXX Claim Number: FLAXXXXXXX Date of Loss: 11/06/ Insurance Company: Esurance Property and Casualty Insurance Company Dear Ms [redacted] : Please accept this letter as confirmation that Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the above referenced complaint This accident occurred on 11/6/2015, when Mr [redacted] made a left turn, crossed over four lanes and struck Ms [redacted] ' vehicle, a Lincoln ContinentalA liability adjuster and a staff appraiser were assigned that same date to investigate the claim and appraise the involved vehiclesEsurance contacted Ms [redacted] and obtained a statement with regards to the facts of lossMs [redacted] was advised of the claims process and that in order to move forward with her claim and complete the liability investigation, Esurance must also make contact with the insured vehicle driverMs [redacted] expressed her intentions to obtain a rental in the interim, as her vehicle was inoperable On 11/11/2015, Ms [redacted] was advised that Esurance had accepted liability for the loss on behalf of Mr [redacted] , and that her vehicle was damaged beyond the cost to repair, therefore, it had been deemed to be a total lossIt was communicated with Ms [redacted] that her vehicle had been involved in a prior incident and was already branded with a salvage title due to that prior total lossIt was advised that this salvage title would have a negative impact on her vehicle's valuation for this new incidentPending completion of her vehicle's total loss evaluation, Esurance agreed to pay for Ms [redacted] ' use of a comparable rental vehicle On 11/14/2015, Esurance extended a total loss settlement offer for the actual cash value of the vehicle to Ms [redacted] However, her Lincoln Continental was subject to a financing lien that (as per Florida law) must be protected upon insurance settlement Upon reaching an agreement with Ms [redacted] and the lienholder to resolve this claim, Esurance issued payment on 11/18/2015, to the lienholderEsurance also issued payments on that date to Ms [redacted] for her incurred rental vehicle expenses, and for her cost to obtain a copy of the police reportAs a courtesy, Esurance also agreed to continue paying for her rental vehicle for another week, through 11/25/2015, in order to have transportation for a fair amount of time Thank you for your time and attention to this matter that has now been resolved with the consumer Sincerely, [redacted] Claims Unit Manager Esurance Insurance Services, Inc On behalf of Esurance Property and Casualty Insurance Company

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ May 21, Revdex.com Attention: [redacted] Dispute Resolutions XXX XXth Street, Suite Oakland, CA XXXXX-XXXX Via Electronic Response: www.oakland.Revdex.com.org Case Number: XXXXXXXX Complainant Name: [redacted] Named Insured: [redacted] Policy Number: PAMAXXXXXXX Insurance Company: Esurance Insurance Company Dear Ms [redacted] Esurance Insurance Services, Inc("Esurance"), on behalf of Esurance Insurance Company, acknowledges receipt of the complaint submitted by [redacted] regarding the above referenced private passenger [redacted] policy Esurance records indicate this policy was purchased effective September 13, At the time of purchase, Mr [redacted] selected a monthly installment payment option and authorized Esurance to charge the method of payment on file for the down-payment, as well as all future payments upon renewal or a change to the policyAn automatic payment schedule was established to withdrawal the monthly payment on the 13th of each month On March 20, 2015, the method of payment on file was removed per the request of the account holder On April 8, 2015, a scheduled payment notification was issued to remind Mr [redacted] that a payment was due on April 13, That payment was not provided, therefore, after a second attempt to collect the payment, a notice of cancellation for non-payment of premium was issued on April 17, 2015, to cancel the policy effective May 12, On May 13, 2015, Mr [redacted] contacted Esurance and stated that he made a payment on May 10, 2015, and wanted to know why the policy had been cancelledAt this same time, Mr [redacted] also requested that proof of insurance be sent to his prior insurance carrierEsurance advised that there is no record of payment and requested that he send confirmation of payment transfer, as well as the name and address of his prior insurance carrierOnce this information is received, Esurance agreed to reinstate the policy and provide proof of insurance to his prior carrierOn this same date, the prior insurance carrier detail, and a payment, was receivedEsurance reinstated the policy without a lapse in coverage and provided the necessary documentation to Mr [redacted] 's prior insurance carrier Thank you for allowing Esurance this opportunity to respond to the complainant's concerns Sincerely, [redacted] Compliance Analyst Esurance Insurance Services, Inc On behalf of Esurance Insurance Company

Initial Business Response / [redacted] (1000, 5, 2015/08/31) */ August 31, Revdex.com Attention: [redacted] Dispute Resolutions Dispute Resolution Specialist Broadway, Suite Oakland, CA XXXXX Via Electronic Response: www.oakland.Revdex.com.org Re: Case Number: XXXXXXXX Complainant Name: [redacted] Insured Name: [redacted] Policy Number: PAMO-XXXXXXX Company: Esurance Property and Casualty Insurance Company Dear Ms [redacted] : Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer correspondence submitted by [redacted] regarding the above referenced private passenger [redacted] policy In her complaint, Ms [redacted] is demanding that Esurance refund the difference of premiums for adding an additional driver Esurance records indicate the above referenced policy was purchased on May 14, 2014, with an effective date of May 15, 2014, with a six-month policy term for the full term premium of $The policy provided coverage for two vehicles, a Chevrolet Sonic LS and a Dodge Ram and Ms [redacted] as a single operator On October 28, 2014, Esurance discovered several potential unlisted drivers that may need to be added to Ms [redacted] 's automobile policy, unless the Underwriting Department receives the following; Proof of Other Insurance or a Driver Exclusion Form or the insured confirms the unlisted drivers only has a permitEsurance also advised the insured to contact us once the permitted driver obtains an active licenseOn this same day Esurance contacted Ms [redacted] via email to verify if the two unlisted drivers, [redacted] Thiffeault and [redacted] needed to be added to her automobile policyThe Underwriting Department informed Ms [redacted] of the required due date to provide the requested information and informed the insured if the requested information was not received within days, her premium may increase or her policy may be canceled or non-renewed On October 31, 2014, and again on November 5, 2014, Esurance attempted to contact Ms [redacted] and unfortunately ultimately left a voicemail message both times On November 8, 2014, Esurance discovered [redacted] only had a permit, therefore; no further action was required On December 20, 2014, Ms [redacted] contacted Esurance to obtain a quote with the additional driver On June 16, 2015, Esurance contacted Ms [redacted] via email to inform her that it was discovered that [redacted] was the driver in a recent loss, dated February 23, 2015, but was not a listed operatorAgain Esurance requested Ms [redacted] contact Esurance to add [redacted] to her automobile policy or complete a Driver Exclusion Form within days of this notice On June 30, 2015, Ms [redacted] contacted Esurance via mail to request a copy of the Driver Exclusion FormOn that same day Esurance contacted Ms [redacted] and advised her a copy of the Driver Exclusion Form would be emailed, per her request, and the form must be completed and returned by July 6, 2015, to avoid the cancellation or non-renewal or the additional driver being added to her automobile policy On July 7, 2015, Esurance contacted Ms [redacted] via email to advise her that we have not received the previously requested information, therefore; that additional operator was add the insured's automobile policyAs a result; of the policy updated Ms [redacted] 's six-month policy term premium increased from $to $1, On August 9, 2015, Esurance received the Driver Exclusion Form On August 15, 2015, Ms [redacted] contacted Esurance to inquiry about her premium increaseEsurance advised her the additional operator has been excluded, but the pro-rate increase is the amount owed for the time the additional operator was added to the policy On August 16, 2015, Ms [redacted] contacted Esurance to request the cancellation of her automobile policy and during that call the representative advised her of the cancellation fee and informed her that a refund in the amount of $will be credited to the method of payment on file within 5-daysOn that same day Esurance issued a credit notification to Ms [redacted] advising her of the credit and to allow up to days for her financial institution to credit the account Esurance records indicate all unearned premiums have been refunded to the insured Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to [redacted] ***, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com Sincerely, [redacted] Compliance Analyst Esurance Insurance Services, Inc On behalf of Esurance Property and Casualty Insurance Company Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I NEVER had unlisted drivers in my houseI had my son [redacted] and I have no idea who this [redacted] person isSecond of all as I have informed Esurance on several different occasions when [redacted] was involved in that accident he was NOT living with me,the was NOT in my car, and I was NOT involvedThat claim was made because the other person in the vehicle with [redacted] had a previous injury and thought it would be an easy pay dayI didn't even know about the accident until Esurance contacted meI was told I would receive an exclusion form via e-mail and never did, I called twice to try and get it resolvedThe first time I was told it couldn't be done by anyone but a claims adjuster when there was an active claim and then was left in hold for over minutesI got a letter telling me my premium was going up to over dollars for August and September when I called I was told that they had added my son to the policy, back dated it for the whole insurance term and split the cost between the last monthsWhen I finally got him excluded they still took over $dollarsWhen I called for a refund I spoke to different people and spent an hour on the phone before finally being told that even though I never got the exclusion form and it was their oversite I had to pay it anywayThis was after being left on hold for several minutesWhen I cancelled my policy I was NOT told about any cancellation feeI was only told that my refund would be I was not given a reason for it Final Business Response / [redacted] (4000, 9, 2015/09/14) */ September 14, Revdex.com Attention: [redacted] , Dispute Resolutions Dispute Resolution Specialist Broadway, Suite Oakland, CA XXXXX Via Electronic Response: www.oakland.Revdex.com.org Re: Case Number: XXXXXXXX Complainant Name: [redacted] Insured Name: [redacted] Policy Number: PAMO-XXXXXXX Company: Esurance Property and Casualty Insurance Company Dear Ms [redacted] : Esurance Insurance Services, Inc(Esurance) on behalf of Esurance Property and Casualty Insurance Company is in receipt of the consumer follcorrespondence submitted by [redacted] regarding the above referenced private passenger [redacted] policy In her complaint, Ms [redacted] is demanding that Esurance refund the difference of premiums for adding an additional driver After further review, again Esurance records indicate on June 30, 2015, Ms [redacted] contacted Esurance via mail to request a copy of the Driver Exclusion FormOn that same day Esurance contacted Ms [redacted] and advised her a copy of the Driver Exclusion Form would be emailed, per her request, and the form must be completed and returned by July 6, 2015, to avoid the cancellation or non-renewal or the additional driver being added to her automobile policyNo further contact was received from Ms [redacted] regarding the Driver Exclusion Form On July 7, 2015, Esurance contacted Ms [redacted] via email to advise her that we have not received the previously requested information, therefore; the additional operator was added the insured's automobile policyAs a result; Ms [redacted] 's six-month policy term premium increased from $to $1,Esurance also advised Ms [redacted] of the following steps to mitigate the premium increase: 1.If this driver is currently insured on a separate policy, Esurance request that you to send us a copy of their current insurance declaration page 2.If you would like to exclude this driver from your policy, Esurance request that you to complete a Driver Exclusion FormExcluded drivers will not be covered by your policy if they're involved in an accident On August 9, 2015, Esurance received the Driver Exclusion Form On August 15, 2015, Ms [redacted] contacted Esurance to inquiry about her premium increaseEsurance advised her the additional operator had been excluded, but the pro-rate increase is the amount owed for the time the additional operator was added to the policy On August 16, 2015, Ms [redacted] contacted Esurance to request the cancellation of her automobile policy and during that call the representative advised her of the cancellation fee and informed her that a refund in the amount of $will be credited to the method of payment on file within 5-daysOn that same day Esurance issued a credit notification to Ms [redacted] advising her of the credit and to allow up to days for her financial institution to credit the account Esurance records indicate all unearned premiums have been refunded to the insured Thank you for allowing Esurance the opportunity to address your inquiryIf you have any questions or need additional information regarding this file, please direct all correspondence to [redacted] ***, Compliance Analyst, P.OBox 2890, Rocklin, CA, XXXXX, or via email to ***@esurance.com Sincerely, [redacted] Compliance Analyst Esurance Insurance Services, Inc On behalf of Esurance Property and Casualty Insurance Company Final Consumer Response / [redacted] (4200, 11, 2015/09/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will explain again that the form I was supposed to receive never cameI was also told as long as I got the exclusion completed before my August payment the increase would not be appliedI waited a week or two and called back, I told Esurance I did not receive the form and after getting the run around from different people I was told an adjustor had to do the exclusion because there was a pending claimThis was a claim that went on for months! The claim never should have existed as it was not an accident I was involved in and my son did not live at my residence when it happenedMy vehicle was also not involvedWhen I was transferred to the adjustor he left me on hold for minutesIt took me tries to get the exclusion doneThere is no reason I should have been chargedEsurance dropped the ball and should foot the billI am not going to accept excuses

February 6, Revdex.com Attention: [redacted] ***Via Electronic Response: [redacted] Re: Case Number: [redacted] Complainant Name: Seth [redacted] Insured Name: Seth [redacted] Policy Number: [redacted] Company: Esurance Property and Casualty Insurance Company NAIC Number: [redacted] To Whom It May Concern: Esurance Insurance Services, Inc(“Esurance”), on behalf of Esurance Property and Casualty Insurance Company, is in receipt of the consumer correspondence submitted by Seth [redacted] regarding the above referenced private passenger automobile policyEsurance was not notified of this complaint submission datedJanuary 31, 2018, and apologizes for the delay in responding Esurance records indicate the above referenced policy was purchased on September 6, 2017, with the same effective date for a full term premium of $1, The policy provided coverage for a Chrysler HEMI C and Seth [redacted] as a single operator At the time of policy purchase the insured disclosed prior insurance with 1-years of continuously insuredThe insured qualified for the Claim-Free DiscountDuring the underwriting period Esurance discovered that the insured had a more than days of lapse in coverage with the prior policy expiring on July 5, 2017, as a result the Claim-Free Discount was removed effective, September 7, On September 8, 2017, Esurance contacted the insured via email to advise him we required proof of prior insurance by submitting a letter of experienceEsurance also advised the insured that if we are unable to verify prior insurance, his policy premium would increase On September 16, 2017, Esurance sent a follemail informing the insured that the Claim-Free Discount was removed, resulting in a changes to his monthly payments On December 6, 2017, the insured contacted Esurance to inquire into his increased monthly payment and during that call the representative advised that the premium increased due to the loss of the Claim-Free Discount, which in accordance with our filed rate and rules in the State of Colorado, the removal of the Claim-Free Discount is valid Thank you for allowing Esurance the opportunity to address your inquiry Sincerely, Kimberly [redacted] Compliance Analyst Esurance Insurance Services, Inc On behalf of Esurance Property and Casualty Insurance Company